Employer: RPO Recruitment A specialist medical and security assistance company is looking for an experienced Response Centre Team Lead with strong contact centre leadership experience to manage a 24/7 operations team handling emergency medical, security, and claims cases. The role involves overseeing live case management, escalations, and ensuring consistent, high-quality service delivery in a fast-paced, high-pressure environment. Responsibilities: + Supervise daily operations within the response centre to ensure efficient handling of live medical, security, and claims cases + Provide real-time support and decision-making guidance on complex or high-risk cases + Act as escalation point for critical incidents and ensure timely communication with stakeholders + Monitor compliance with internal procedures, service level agreements, and operational standards + Support shift planning, scheduling, and workflow coordination + Lead, coach, and develop a team of response centre agents + Oversee quality assurance, reporting, and performance tracking + Collaborate with management to improve processes and operational efficiency + Maintain professional communication with clients, insurers, and partners Requirements: + Previous supervisory or team leadership experience in a contact centre, insurance, claims, or emergency operations environment + Experience working in high-pressure, 24/7 operational settings + Strong leadership, communication, and interpersonal skills + Ability to manage escalations and make sound decisions under pressure + Strong problem-solving and analytical ability + Customer-focused mindset with attention to detail and service quality + Willingness to work shifts, including nights, weekends, and public holidays + Relevant qualification in management, healthcare administration, or related field (advantageous) Benefits + Salary: negotiable. Contact RPO Recruitment for your next career opportunity. + Our client is offering a highly competitive salary for this role based on experience. + Apply for this role today, contact Jarad Pentz at RPO Recruitment or on LinkedIn. + You can also visit the RPO Recruitment website: rporecruitment.us or email us your CV: financialcareers@rpo-recruit.za.com. We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.